Asana
Nashelle Wells
Operations Manager
Hyattsville,MD
"Strength does not come from what you can do. It comes from overcoming the things you once thought you couldn't."
Rikki Rogers
Summary
Exceptional Operational Manager with achievements in meeting needs, improving processes and exceeding requirements individually and in team environments. Involved in 5 full life cycle implementations from realization to go live, upgrade, and production support projects. Able to work within an aggressive and demanding project schedule and environment. Well-versed in implementation of operational assessments and conducting functional requirements analysis for businesses of all sizes. Forward thinking in process optimization, technology integration & innovation. Skilled at putting complex ideas in clear terms for technical and nontechnical colleagues. Strengths include, but are not limited to, excellent communication skills and interpersonal skills, great analytical skills and a logical approach to problem solving.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Operations Manager
Groundwork Collaborative
Washington, DC
05.2023 - Current
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Identified areas of possible system improvement to enhance overall business performance and business goals.
- Managed operations projects assigned to team members who are working in specialized positions inside different departments while simultaneously tracking and documenting feedback.
- Developed diagrams to describe and lay out logical operational enhancements.
- Facilitated smooth collaboration between departments through clear communication channels.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Assisted in recruiting, hiring and training of team members.
- Prepare and maintain all project related status reports, project meetings, engage other departments and groups, as necessary, and manage all issues and risks through to resolution.
- Worked closely with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
- Championed continuous improvement efforts by identifying inefficiencies, developing recommendations for change, and supporting implementation activities as needed.
- Collaborated with cross-functional teams to identify areas for improvement and implement strategic changes.
- Enhanced data accuracy by designing and implementing robust quality assurance procedures.
- Served as a trusted advisor to senior leadership on matters related to operational performance, strategic planning, and organizational development.
- Managed multiple projects simultaneously while maintaining strict timelines and budgets for each initiative.
Senior Systems Analyst/Contractor
Cognizant Technology Solutions
Washington, Utah
01.2020 - 03.2024
- Responsible for gathering business requirements, participating in system design, configuring and testing existing system and providing post implementation support for enhancements to current system.
- Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings and recommending changes.
- Utilized change management techniques to provide smooth transitions during new software introductions.
- Conduct meetings with the client & team in regard to what is required from a business process perspective and the design of the new system vs. the old system.
- Performed system analysis, documentation, testing, implementation and user support for platform transitions.
- Provide post implementation support for enhancements to continuing operation.
- Investigated system issues and implemented resolutions to reduce downtime.
- Developed software tech plan for system that tracked LIBOR loans diverting to new loan rate in 2024.
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards.
- Forecast, analyze, and own key performance measurement indicators.
- Developed and executed plans to monitor standard process adherence.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Coordinated with international/offshore team in developing project plans for prioritized initiatives.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Streamlined SOP Re-engineering process, through reconstructing Zendesk Ticket Categories and correcting subcategory assignment strategy to inquiries submitted.
- Built library of knowledge and re-usable knowledge-based assets to produce consistent and streamlined business intelligence results.
- Drove online customer assistance system and presented user demos for new interface systems.
- Spearheaded reconstruction of Affiliate Process in Impact Radius and Boss system for support of Marketing Partnerships team.
- Championed overhaul and revamp of Social Media processes & Sprout Social system with regulations guidebook that was to be used during onboarding of new employees & informational reference for current team.
- Constructed and implemented Intercom Bot scripts for new crypto consumer information selections - used by 50% of customers visiting website and app (Events/Promotions Inquiries, Token Directory, etc).
- Developed diagrams to describe and lay out logical operational enhancements.
- Ensured at least two important enhancements went live monthly based on current follow-up items through support and reviews.
Senior Application Consultant
2U
Lanham, Maryland
02.2017 - 01.2020
- Establish rapport and develop relationships with prospective students via various communication channels.
- Utilize creative problem-solving skills to overcome any obstacles while guiding Enrollment Advisors through our application process.
- Reviewed existing programs to refine, reduce operating time and improve techniques.
- Learned and shared knowledge of new technologies to support technically challenging projects and assume various responsibilities.
- Analyzed and developed technical solutions to meet business requirements.
- Led operationally based team to improve process and functionality of Application Advisors team using both Salesforce and Tableau.
- Audited, decided, and revised inadequate documents depended on university rules and regulations.
- Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs and enhancements.
- Manage expectation and support for Admissions office through development process with expert correspondence style.
- Troubleshooting support issues and coordinate solutions in accordance with all university policies.
- Represent University Partners, while protecting integrity, brand and reputation of institutions through every engagement with prospective students, enrollment advisors and enrollment managers.
Education
Bachelor of Science - Social Work
08.2007 - 05.2011
Skills
Time Management, Stakeholder Management
Certification
Lean Six Sigma - Green Belt
Software
Salesforce
Zendesk
Quickbooks
Google Suite
Sprout Social
Hubspot CRM
Loan IQ
Tableau
Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
RemoteImportant To Me
Career advancementWork from home optionWork-life balancePersonal development programsCompany CultureWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Successfully led a cross-functional team to deliver a major project two weeks ahead of schedule and under budget.
- Enhanced customer satisfaction scores by 50% through improved service delivery and client relationship management.
- Constructed and implemented Intercom Bot scripts for new crypto consumer information selections - used by 50% of customers visiting website and app (Events/Promotions Inquiries, Token Directory, etc).
Interests
Reading
Candle Making
Volunteer work with Fraternity
Travel
Fitness
Cooking
Timeline
Operations Manager - Groundwork Collaborative
05.2023 - Current
Senior Systems Analyst/Contractor - Cognizant Technology Solutions
01.2020 - 03.2024
Senior Application Consultant - 2U
02.2017 - 01.2020
Bowie State University - Bachelor of Science, Social Work
08.2007 - 05.2011
Lean Six Sigma - Green Belt
PMBOK Project Management Certification - In Process
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